At TSA we are piloting a variety of innovations at the checkpoint to improve security by focusing on people, technology and process.

In the process arena, TSA launched a self-select lane pilot this week in Salt Lake City, Utah. The self-select lane is aimed at enabling travelers to select a lane customized to their pace. Because the pilot is in a region of the country where skiing is a way of life, TSA modeled the lanes after well-known ski icons: green for beginners, blue for intermediate and black for expert.

In the TSA version, the green lane is for families traveling with children or people who need special assistance. These folks may not travel that often and need extra help with the procedures and assistance navigating security. The blue lane is for casual travelers who are somewhat familiar with the procedures and have multiple carry-ons. The expert, or black diamond lane is for those who know the procedures well and always arrive at the checkpoint with appropriate items removed and limited carry-on luggage. The security standard is the same no matter what lane you choose. However, efficiency is increased by allowing passengers to proceed at their own pace.

"We are enhancing security by creating a less stressful experience. This enables our officers to provide better support to the people who need it most, while others are able to navigate the checkpoint more expeditiously," said Earl Morris, TSA federal security director at Salt Lake. "Passengers will ultimately determine the success of the pilot."

TSA is also testing the black diamond concept at Denver International Airport in coming weeks. This is one of many innovations that passengers will see tested regionally in 2008. For instance in Houston, TSA is partnering with Continental Airlines to pilot a paperless boarding pass; in Memphis, security officers are using wireless whisper headsets to enhance communications between behavior detection officers and travel document checkers; and in Burbank, Calif., there is a customized lane for people with only one carry-on item. Stay tuned for more to come.

If you've experienced any of TSA's regional innovations in your travels, share your feedback at tsa.gov/blog.

109 comments:

This sounds like a good idea (though only time will tell). I see one flaw in it, though.

I've been flying, well, since I was born. I was a platinum frequent flyer when I was still an unaccompanied minor. I'd like to consider myself an 'expert traveler'. However, I still have to remove all the stuff from my pockets (the iPod I listen to while checking in, my cell phone, my wallet, my keys, etc.) and separate my laptop (open my backpack, open the laptop case, get the laptop out, find an empty bin...). And I usually have two carry-ons because I can pack so I don't have to check bags.

Under this policy, I'd sort myself into the 'casual traveler' line, even though I'm as prepared as I can be given my circumstances of travel and I'm definitely an 'expert traveler'.

What flaw is all of this supposed to be pointing to? Terminology. Expert traveler denotes 'someone who knows what is going on, who can pass security and get wanded in their sleep'. It should denote the express lane - people who have only one carry-one and no laptop to remove or something like that.

I like the idea of the blog, but don't let it become useless. Stay working hard on it like you are now, and your work will continue to be appreciated!

Good idea, in theory. Yet, we all know that passengers don't read signs!

In order for this to have a chance at working, TSA will have to bring back the "Line Monitor" position to direct passengers to the appropriate line. Which, bring back the line monitor, is a good idea anyway. It will help alleviate the WTMD's need to bark out orders at PAX, help the XRAY operator with hopefully less re-ran bags, and help the HHMD's by getting people divested and ready for the WTMD.

This is a very interesting idea. I'll be looking forward to hearing how well it works out. As an experienced traveler who, nevertheless, nearly always sends six items (carry-on bag, briefcase, medicine bag, CPAP, laptop, shoes) through the X-ray, would I get complained at for using the black diamond lane? I do always arrive at the checkpoint with everything pulled out and ready to drop in bins and send through.

It matters not what the TSA does, or what it does not do. Bottom line is that the TSA is the "scap-goat" for the government. TSA is the one and only government agency that is out in the open, interacting with the public on a regular day in and day out basis. TSA is the convenient target of any and all "gripes or groans" that anyone may have for our government and will lash it out into some criticism at TSA. That my friends is the truth like it or not and everyone in TSA needs to realize that. Maybe then nobody will take anything personally, just except it for the occupational hazard that it is. Smiling makes everything better, its simple, doesn't cost anything, and it makes everyone involved feel better!

So.. I'm assuming that any time efficiencies created by this are automatically eaten up when clueless passengers come up to a decision point that they don't understand. What is Joe Schmo going to do when he sees this? Will expert travelers scoff at him if he gets into the casual traveler's line?

I don't know, if it works then that's great - but this seems like you'd only break even with no obvious benefit.

If left only to the traveler, it will never work. Mom and her three kids will, far too often, move to the expert line because it's shorter, despite general disapproval. Unless someone in a position of authority tells Mom(s) to move out of the line, they'll gum up the process every time.

Prediction: The family lane goes slightly underutilized, while more people flock to the "fast" lane, making it the slow lane.

It's like on the freeway where the left lane is the "fast lane" and the right lane is the "slow lane". People don't actually self select in a way that it efficient for the system.

This should be obvious, but a better way would be to provide information via variable message signs about the current status of the various TSA checkpoints. If there are three checkpoints and two are swamped and one is not, then *TELL US*. Likewise, if there are equal lines at two check points, but there are twice as many lanes open at one than the other then *TELL US*. Better information will give better results. Poor information gets us what we have today.

I don't get this: " in Memphis, security officers are using wireless whisper headsets to enhance communications between behavior detection officers and travel document checkers; "

Why would there even be a need for such communication. Your document checkers ( a pointless task by the way) are way too overtasked to have any time to be doing anything other then checking ID's. Especially the silly way you folks now do it. I've seen TSAers take printer's loupes to look at boarding passes! Considering I can print mine on an inkjet printer - what are they trying to do except waste everyone's time? Oh yes - you're trying to justify a bigger budget to Congress. Well good luck!

To quote a famous presidential candidate during a debate with his opponent: "There you go again!"

Congratulations, Earl. You have raised the art of unaccountability to a new level. The TSA has absolutely nothing at all to do with the success or failure of this program, right? Don't worry, you're still going to get your presidential Rank Award.

Is there a cert we can pass and get a special 'black diamond' pin that we can wear? So to zip right to our line...LOL

But seriously folks...I've actually been identified by your great staff at SAN as "A Master American traveler" due to my prowess getting in and through security and this plays right to my badge of courage.

But on the flip side Ive seen traveling executive idiots that hold up the operations surprised they have to take off their Bruno Maglis, just to lean against the x-ray on the other side to put them back on..Please do not allow those turds in my black diamond lane!

And to one other comment from above,

"provide information via variable message signs about the current status of the various TSA checkpoints"

I whole heartedly agree...Put a line status/map on the relevant departure boards.. or maybe JUST like the freeway, put sensors in the floor of the lines and report the live traffic going through the available lines.

Better yet..Make it web based and let me see current and historical traffic patters at a particular airport at a particular time and Ill be able to adjust my travel plans accordingly....

Ive seen ORD have a (welcomed) <10 min wait in the international terminal main line with a smaller but completely empty 2 lane line 500 feet away... In this case yes things were working but If I can look up and see the no waiting line, I'll take the load off those agents waiting for customers..

Go ahead and take a few bucks outta my tax dollars to make that happen... :)

Thanks for all you do in keeping us safe! Keep trying the new ideas and thanks for listening to our feedback. Please don't mind the dumbasses, everyone has got a bitch about something...

Good idea, but why not make it easier? Abolish the liquid restrictions and shoe removal game. Then, train your ID checkers to check ID's in under 15 seconds instead of the 60+ seconds I have seen them take. The lines will magically move quicker, and we will be just as safe.

See, I'm not so sure that this will fall apart. I think that there are far more people flying on business than families, so that the "expert" line will actually look longer than the "family" line. (Of course, the "experts" will know that their line moves faster, so it will all work out in the end ...)

I have a better idea. How about removing a lot of the idiocy at the checkpoint such the airline's revenue prot*err* ID checks, shoe removal, and liquid lunacy?

TSA still fails to realize that the reason there's a long wait is due to its ineptitude at security and it equates long waits and harassment with security. All the while making people outside waiting in line a soft target for a suicide bomber.

And another obvious question about this: this works well in Utah and Colorado where a lot of people ski. How well's this going to work in Alabama, Florida and Texas where there's very rarely, if ever snow? Do you REALLY think most people know the ski trail rating system and that this will make sense to them?

There's a sociological rule thumb I was taught about crowds and apparent intelligence when the crowd is faced with a stresful situation: Individuals (n=1) are intelligent. Assume an IQ of 100 for all groups where n<=3. For n+1 where n>=3, apparent IQ is 100 -(2*(n-3)). Therefore any group of over 20 people is effectively incapable of reacting intelligently and behaves like a mob.

The Salt Lake city experiment makes sense for small numbers of people (those that understand the system). Once the population at large get a hold of this I shudder to think what a mess it will be. The highest number of broken legs on the ski slopes can be found on people who claim to be black-diamond skiers but aren't.

Opening more screening stations, limiting the 'depth' of the line for each station, and minimizing the stress of the situation might be a better idea.

Wow this is a great idea because so many passengers often stop and read signs and follow directions. And they all speak english too. They never argue about what is or isnt considered a liquid or that their ticket is a boarding pass and pilots always display their identification in a friendly and helpful manner to the officer at the walk through metal detector. Passengers always listen to the instructions recited by the officer too.

Nope. They need to start giving out a briefing to these inbred mutants that flock to the airports before they see the highly trained overworked and under paid TSA officers.

@Peter, Logically, I would assume it would be the black lane but...I imagine it would depend on the time of day, where you are flying to and also the mentality of the wave of people that arrived at the checkpoint before you do. Somedays things go smoothly at the checkpoint. Other days, not so smoothly. I truly believe it has to do with the phases of the moon.

@eli, As a TSO I am all for trying new things. In theory, the three choices should help but without a test run of a few weeks no one can really say. I'm the first to admit getting thru a checkpoint is a challenge especially if you are not prepared. It is especially difficult for families. I have a feeling people won't read the signs, I'm hoping I am wrong. People usually gravitate toward the shortest line or the line that seems to be moving the fastest. Hopefully, there will be a TSO assisting people. One of the biggest issues we have is people who are in a hurry, forgetting to take lap tops out of their cases and forgetting to take out their liquids, leaving their cell phones on their belts, and leaving on their shoes and then when we ask them to do all the above they get irritated and hold up the line even longer. What we need is a humorous song that will stick in peoples brains and let them know how to pass thru a checkpoint. Oh wait, there is one of those. click on my name.

To anonymous- Many passengers don't read signs. We have them up and down every checkpoint. People will still say things like. "I didn't know I was suppose to take my liguids out." There is also overhead announcements. But people seem to zone out the annoucements too.

@ Jay, there are some very skilled travelers out there. some of them have been thru the checkpoints so many times that they have the process down to a science. Even they get frustrated when the passengers in front of them don't seem to know what they are doing. :)

@ anonymous, I am the first to admit smiling does help but after a while the muscles in the face start the get tired and twitch. Frowning is less strenuous and not as hard to hold for 8 to 10hours a day. :)

@Jim, the expert travelers usually travel thru the same checkpoints time after time. They know the process, they know the slow times and the fast times at the checkpoint. I'm thinking they are still going to manuever the checkpoint efficiently with finesse and style.

Everyone that is griping about this pilot program... Remember its a pilot program.. IT may or may not work.. Being negative about it before you have even been through it or witnessed it first hand.. then why comment on it.Good Job TSA!!!

This sounds like a reasonable idea... that could be rendered totally useless based on the approach of the TSA agent running the line. I just left Bozeman MT this morning and was aggressively verbally assaulted by the agents when I tried to answer one of their questions that caught me by surprise. I am an expert traveller and unfortunately have to bring my medical laser thru security with me. This seems to bring out the absolute worst behavior in agents around the country. I get it that we have lost our civil liberties when in the TSA line, but attacking innocent, cooperative citizens as they move through line like obedient sheep is hardly a meaningful security measure.

I find it very irrating that travelers have to que up and there are special cuts in the the security lines for "uniformed flight crews". Often times these "cuts" in the security lines are used for vendors working at the airport. When ask who manages the security line I continually get the shrug of the shoulders and no one seems to really care.

Here's a better idea, instead of multiple lines, have just one line and whomever is next up, gets the next available checkpoint. This way you don't have to worry about which line you pick slowing your progresses because you got behind the person who didn't know they had to remove their shoes, laptop and liquids from their bag and has various metal in their pockets.

This all sounds well and good, but can you explain why I've heard first hand accounts of people being asked to remove ALL electronics and wires in Newark last week? I thought you put a stop to this practice?? The expert traveller line sounds great if only your agents followed consistent protocols and didn't constantly change everything on us because they felt like it!!!!

@anonymous, as a courtesy employees are allowed to jump to the front of the line. Many checkpoints have designated employee lanes but because of staffing and checkpoint configurations it's not always possible. Vendors generally pass thru the security lines with newspapers and such at the beginning of the day before there are lines.

Hi, I would like to leave this comment on the shoe page, but it seems you have disabled the comment link. Yes, you may have commissioned a study on foot fungus, what about warts? What about it's just plain disgusting to have to walk either in socks or barefoot where other people have and then put your feet back into your shoes and flip flops? If you continue to persist with this insultingly inconsiderate policy, I feel you should be required to provide disposable slippers to all passengers who request them. I also feel that you should have certain bins--perhaps the gray ones because they are so gross now--that are only for shoes, and a different one for peoples' headphones, hats, jackets etc. Fungus study or no fungus study, those bins are disease vectors!

I've noticed several really good questions here. After long and careful thought about the right answers, I’ve come up with maybe. We’ll see…

That's the great thing about pilots. You get to see first hand how new procedures pan out before blindly making a decision that impacts the nation's checkpoints.

The icing on the pop-tart is now the public has this blog. I'm looking forward to reading comments from passengers that have actually experienced the Black Diamond program. I'm sure the managers of this program will be watching your comments too.

My take on it so far (without having seen it with my own eyes) is that it's kind of like an express lane at your local grocery store. Sure, some people with more than 12 items will jump in the express lane from time to time, but in the end, the checkout lines are far more efficient at keeping people happy. There's nothing like having a pack of gum and having to wait behind somebody with a cart that's overflowing with groceries.

So while it’s inevitable that people will get in the wrong line at times, I still think it will improve the wait times for experienced passengers. We’ll see…

@ anonymous, I agree walking on a floor that has been trampled on with thousands of bare stinky feet daily is just icky. As a passenger courtesy, little foot booties are available at the front of the screening lines. Or if you prefer bring your own pair of anklets or socks to wear specifically for the trek thru the metal detector. I have noticed that most people pass up the little booties. Don't pass up the booties!!!

@JD, TSA is doing it's part in protecting out nation from terrorists. Realizing what is required to get thru a security line at the airport is nearly half the battle. With any travel there is always preparation. All it takes is a few minutes to prepare. Luckily, for you and other travelers TSA operates a website full of information to make your travel thru an airport a little easier. What can you take on a plane. What should you put in your checked baggage. Liquid restrictions and so forth. The airlines you are traveling on will also have worthwhile information. Take a little time to prepare and your travel experience will be less stressful. A positive attitude also helps.

@tso_pnx, the reason that people zone out the announcements is that they provide too much information at the wrong time; and often is quite wrong. I know it doesn't directly apply to the current discussion, but INSIDE most terminals there are announcing ever 4 minutes about 'new procedures' that require the 3-1-1 nonsense. By claiming that everything is always new, but without providing dates, a traveler can only assume that nothing is new. Of course the best way to improve respect what TSOs say is to remove the power for retaliatory second-screenings. THen we would know that what you are doing is actually the rules and not just your being a jerk.

In response to Jay Maynard:As an experienced traveler who, nevertheless, nearly always sends six items (carry-on bag, briefcase, medicine bag, CPAP, laptop, shoes) through the X-ray, would I get complained at for using the black diamond lane?

Jay - you would certainly be able to go through the black diamond lane if you know the drill and have everything out and in the bins. It's the skill, not the amount of bags.

In Burbank, CA, the pilot we're working on is just what you said - an express lane for people with either one or no bags. We'll be looking at that as well as the "expert" lane to see how it goes. Thanks for your comments on the blog as well - we have lots in store so hopefully you won't be disappointed.

In response to: What will happen if you have a family with several kids trying to go through the black diamond lane? Will an agent move them to the family lane?

At Salt Lake City, there are TSA staff helping people get in the right line t help things go smoothly. Reports so far are that families are very appreciative of lines just for them, and are using those lines.

@ Tso Phx, You're assuring me the little booties are available at every airport? I have trouble believing this seeing as I've never seen a single station offering them or passenger using them. Are they only available upon request?

@ anonymous, honestly what's someone going to do with a razor blade in their flip flop? commit suicide? hello, locked cabin doors, post-911 savvy passengers, air marshals. no one is going to hijack an airliner with a razor blade any more.

It's great to have people helping figure out which lane they belong in...as long as the "experts" aren't shuttled to the wrong line just cause they don't look like your average business traveler.

I travel a good bit both for work and to visit family (~10-12 round trips/year). I know the drill and generally help out those in line around me who aren't as familar with the policies. But, since I normally fly in jeans and a t-shirt/sweat shirt, carry a backpack and look like a college student, I normally get treated more like a casual/clueless traveler than a regular business/expert traveler. It's not normally a big deal, but I would start to get annoyed if I'm constantly moved to the casual line when I can recite the policies to the screeners.

Is TSA working on some system by which frequent travelers who are unfortunate enough to have hip or other bone replacements, which always set the alarm off, passed through without the physical inspection, which often takes a long time (mainly spent waiting)?

How about just having a larger "setup area" after the line but before the screening that doesn't force people to stay in order. That area would allow people who get themselves ready quicker to jump ahead of those who take longer to get ready. People monitoring the area can help those who need it and call back those who get in the screener's line before they are ready. Often now, the table is large enough for 1 or maybe 2 people and people stay in their original order, so slow people hold things up for everybody.

@JD, TSA is doing it's part in protecting out nation from terrorists. Realizing what is required to get thru a security line at the airport is nearly half the battle. With any travel there is always preparation. All it takes is a few minutes to prepare. Luckily, for you and other travelers TSA operates a website full of information to make your travel thru an airport a little easier. What can you take on a plane. What should you put in your checked baggage. Liquid restrictions and so forth. The airlines you are traveling on will also have worthwhile information. Take a little time to prepare and your travel experience will be less stressful. A positive attitude also helps.

February 18, 2008 7:16 AM

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If it takes only a few minutes to prepare, why do the airlines recommend arriving 2 hours ahead of time rather than the old 1 hour ahead of time? You are minimizing the cost to the 2,000,000 passengers per day that you are costing society.

Also, unless TSA has miraculous detection rates, you are not keeping all the guns, knives, and liquid threats off of the planes. The TSA screener's part in protecting america from terrorists is security theatre: you pretend like you are keeping the planes threat-free and provide some CYA for the politicians and airline industry.

I do appreciate that you are trying to streamline things, but TSA still seems like a net drain on society. The costs of TSA are significant, (driving kills, for one example) and the benefits seem non-existent.

I imagine with this new program, screeners will want to work on the black diamond line, with the 'expert' passengers flowing like booze on Bourbon street, while the slower lines with the more awkward travellers will be even more frustrating. There will be even more opportunities for inconsistencies on your part: Where should you put your best screeners?

Another stupid idea. People will choose the shortest line, period. That's why airlines have separate elite/First class lines that are enforced. How do you plan to keep the families with children and casual fliers out of the expert line? Are you going to add yet another layer of pointless delay to ID checking, i.e. Sir, can you establish to my satisfaction that you are an experienced frequent flier, and not a casual traveler?

This is just more sleight-of-hand to divert attention from the fact that current procedures are inefficient, annoying and ineffective.

The best thing to do is to call your airlines ahead of time and ask them if you can bring a questionable item on a plane.

Why can't we ask the TSA? If you believe in customer service, provide a standard list and let us call YOU. The airline sometimes says something is ok than you guys don't (or vice versa). the TSA should control the entire process and it should be uniform. Again, what about the airports that are STILL requiring ALL electronics to come out of bags? I thought you said you stopped this? Newark is still doing it.

Personally, I think you should get your act together on the basics before you start new pilots.

How about simply dispensing with all of the security theater entirely and go with some security that could actually make us more secure?

Of course we are going to keep the heightened security that is actually on the plane... it only makes sense to keep the cockpit locked. It only makes sense to keep people from congregating in the front of the plane. It only makes sense to limit the amount of "stuff" people can actually carry on board, but that's about where the common sense stops as far as things we have done go.

If the government has a reason to suspect that someone could be carrying something dangerous or would have reason to do something crazy or stupid ("probable cause") let the government get an expedited warrant and stop that person as he or she checks in at the airport and do a proper search of that person.

Worried about the potential interstate/international trafficking of drugs, have drug sniffing dogs in the airports that will point out people or bags that warrant a closer look.

Concerned that someone might be behaving just a little off, have someone discretely talk to that person.

Anyone who has been to Las Vegas knows what it is to be under constant surveillance. The peole behind the eye in the sky pay attention to people's actions, behavior, mannerisms, etc. and act upon same based on what they perceive to be the best interests of their individual establishments. There is no reason that we can't do this in airports as well. If a law enforcement officer stops and speaks to a person in a public place based on probable cause there is no violation of civil rights.

If there is a cross check to criminal records at the time of check in or even at the time the guy buys the ticket that might say "hey, this guy is a known drug mule," or "this guy is a known gang member," or "this guy has known connections to this or that terrorist or extremist group" there could be a reason to take that guy aside and have a look. Yes, this is profiling... but it is profiling based on actions the person has actually been shown to have done in the past. To suggest that a person would do something by virtue that he or she is or isn't a certain religion or color or age or whatever is absurd and against everything that this country ought to stand for.

By doing this we could get rid of all of the lines. We could have a quick and simple ID check and ad hoc screening where needed.

"At Salt Lake City, there are TSA staff helping people get in the right line t help things go smoothly. Reports so far are that families are very appreciative of lines just for them, and are using those lines.

Uhh, instead of having these staffers helping people get into the right line, why not just have those staffers man another lane, thus increasing your capacity by 25%? (3 lanes now, open 1 more - voila! 25% increase in capacity!!)D'oh!!

WOW! I'm anxious to find out the outcome of the Black Diamond Pilot. I'm guessing for cities that aren't big on skiing that a name will be developed that mirrors their culture. Vegas will have screening lanes that reflects gambling - Slots, High Rollers, etc.

Bob has a good point, this concept currently exists on a variety of different mediums and the grocery store is a good example. Go Blogger BOB!!!!

Remember it’s called a PILOT for a reason, meaning it’s not rolling out at 450 airports. It’s simply a test to better help our screening experience. A helping hand goes a long way. GO TSA!!! You ROCK!!!!

Aren't there already enough check in lanes? Elite status. Employee. Standard. etc. Now 3 more? This is bureaucracy at it's best - add more layers and put people in a silo that isn't fair.

My family (wife, 10yr old, me) travel often enough get through our lanes pretty efficiently. Why should the "system" be biased against us? I think most families that travel these days do pretty well with security procedures.

This idea must be the result of some well connected, rich, frequent travelers who have no children trying to get through the line in 1 min vs. 10 min. like everyone else. This is class warfare supported by the government.

These signs beg the question: how many people know what line they should be lest they have to be rescued by ski patrol?

Seriously, I do know which line I belong in - the green line. However, I don't want this system to turn into a free-for-all of finger pointing and nasty looks.

I am theoretically a black diamond traveler - I travel light, and I know what I'm doing in line - but I'm also one of thousands of "hidden disabled" who needs some extra time and space to get through the line.

I hope the TSA can make such accomodations without overgeneralizing and shoving people into other categories.

No matter which way you cut it, the airport security is still a farce. Moving people through at their own chosen speed doesn't make anyone any safer. The TSA is still the most annoying government office out there (that isn't secretly spying on us).

Looks like a great idea. Just one question, as a TSO at an airport with only two lanes, how are we going to run the "black diamond?" Is TSA going to pay for the revamping and additional officers at all airports?

@Kathy in Kleveland- The expert traveler is also very good at placing their items on the belt in a specific order. (This allows for a smooth transition) For example; (slip -on)shoes, laptop, laptop bag, carry- on. Smooth as molasses they are on their way to the plane. The expert traveler also realizes that putting the little things into the bottom of the bins or the little bowls is a waste of time. You should temporarily put high valued items(watch, wallet, jewelry) into your carryon before you walk thru the metal detector. That way you are not fumbling to put back on these items while trying to get your other items off the belt. It also prevents others from swiping your watch, wallet, jewelry etc.

@ anonymous, When space and checkpoint configuration permits checkpoints are set up with a lane designated for wheelchairs already. Many of these passengers are unable to walk thru a metal detector and receive alternate screening. The airlines will send a skycap with passengers in wheelchairs that need assistance to get thru the security lanes. The skycaps assist passengers with putting their belongings into the xray machines, removing their shoes and getting to the proper gates.

@ Dave x, It seems you have a deep passion for all things TSA. I applaud your enthusiasm. Instead of using all of your energy in pointing out the things you don't like about TSA perhaps you could come up with a cost effective solution that covers all the points necessary to secure an airport from terrorists, ensure the safety of the passengers, and the crew. Remember that terrorists will continuosly test your efforts. You will need to learn to adapt quickly with the least amount of inconvenience. Of course, TSA is always looking for people with forward thinking ideas and the ability to solve issues quickly.

@ Dave x, It seems you have a deep passion for all things TSA. I applaud your enthusiasm. Instead of using all of your energy in pointing out the things you don't like about TSA perhaps you could come up with a cost effective solution that covers all the points necessary to secure an airport from terrorists, ensure the safety of the passengers, and the crew. Remember that terrorists will continuosly test your efforts. You will need to learn to adapt quickly with the least amount of inconvenience. Of course, TSA is always looking for people with forward thinking ideas and the ability to solve issues quickly.

Relying on visual inspections to help detect a 1 in 2,000,000,000 event isn't cost effective. As a detection system, it is a waste of time and money. All TSA amounts to is an expensive PR campaign.

Tell me, if an adaptable terrorist did cause damage somewhere in the USA, would TSA take responsibility for the missed event or would they blame it on the exceptional caginess of the particular terrorist combined with the facts of limited budget of TSA, that you can't watch everything, and that the particular agent who had a chance to catch them just made a mistake?

I think you all are running the meteorite-insurance scam: You will take our money (and time) and not pay off if the meteorite ever hits.

TSA TSO NY writes: Uhh, instead of having these staffers helping people get into the right line, why not just have those staffers man another lane, thus increasing your capacity by 25%? (3 lanes now, open 1 more - voila! 25% increase in capacity!!)D'oh!!

For a number of reasons:

1) Sometimes, all the lanes are open anyways. If this helps, it'll help even when all the lanes are open.

2) The person whose job it is to assist travelers into different lanes doesn't have to be certified as a screener; you can use people who haven't completed training, or will never be trained in screening. This frees up the trained screeners to focus on baggage.

3) It's not just about gross capacity; it's about how that capacity is used. If I'm in line behind someone who's struggling to get all their stuff into the xray machine (either due to inexperience or disability), the line stops, and I (and everyone else behind me) can't proceed through the line, even if the screener is ready. Now I usually am not in a big rush, so it's not a big deal. But in these cases, there is unused capacity which is wasted.

Again, I think we need to let this run for awhile and see if it works. It might not work everywhere, and there might need to be adjustments. But at least TSA is trying something different.

I just put my 15 year old son on a plane at Denver International Airport so he could go visit his father. The TSA searched his backpack - emptied every single item out of it onto the counter and made a mess of everything, opened his peanut butter cups, took homework pages out of his textbook etc... It took him 10 minutes to gather all his stuff back up and put it back in his backpack. Why would a TSA employee find it necessary to harass and traumatize an anglo, American-born child?

My personal pace is to go through security, from the time I present my boarding pass and ID until exiting the checkpoint, in less than a minute. What is the TSA proposing to provide for that? My "pace" is a direct result of the speed of the line. The speed of the line is a function of the number of people ahead of me, how many items they pass through the X-Ray machine and the amount of time the TSO reviews each item on the screen. (Whenever two TSOs are looking at a screen that lane is always slower.) My own personal pace will never be of my own choosing.

The length of time needed for an individual to pass through the security checkpoint is directly tied to amount of items to go through the X-Ray machine. More items = more time, less items = less time. (Funny how time and item are the same letters just repositioned.)

Everyone must at least put their footwear through the X-Ray, I have never seen anyone walking barefoot. Then it is a combination of carry-ons, coats, pocket contents (if metal), laptops, liquids and other, i.e. strollers, baby carriers, etc, to be placed on the belt to the X-Ray machine.

In a perfect world (but then we would not need security) the lanes should be set-up for what you need to pass through the X-Ray machine. The lanes designated as, (all include pocket contents and carry-on),

While Burbank is testing a one carry-on lane that one could still result in the maximum number of items, FCLL, passing though X-Ray.

"The expert, or black diamond lane is for those who know the procedures well and always arrive at the checkpoint with appropriate items removed and limited carry-on luggage." The maximum carry-on allowance is two items anyway, unless you are crew which usually has three items. No one arrives at the checkpoint with all items removed. The table, where the bins are kept is where "everyone" removes the appropriate items.

In most USA climates the number of coats will decrease in warmer months so security should, theoretically, move faster then.

If the physical layout does not allow that number of lanes the TSO checking IDs could ask each passenger how many X-Ray items they have and direct them to the appropriate lane.

Further, what can go in a bin, laptop + liquids + pocket contents? Coats cannot lay on laptops? Talking about the consistency blog how about a clear understanding by each TSO of what can be placed in bins.

Once I put my footwear and pocket contents in a bin and the TSO moved the footwear to the belt and put the pocket contents in a smaller bin and commented, "Why use a rowboat when the Titanic will do.", although I think he intended that phrase the other way.

On two occasions I have proceeded through security with footwear and pocket contents (BlackBerry and change) as the only items through X-Ray, yet my "pace" was not close to my one minute target.

I commend the TSA for trying new ideas and testing new methods. I believe the underlying intention was provide the perception that pace and speed are linked. There are many postings from people with sound and logical reasoning that could be used to comment on pilot programs prior to implementation. Vetting by users, many that comment here, may improve the test start-up.

PS ID checks are more stringent, black lights and magnifying glass (one blogger mentioned the name), which does not lend itself to keeping my pace.

What some folks don't realize, is that the airlines themselves are responsible for longer waits.

I am a TSO at an airport that has in excess of 25 lanes. During the crunch times, all the lanes are open.

We have been given a limited amount of space by the airport to work with. They keep adding yet MORE international flights with at least 250-300 passengers per load. Often times, these people (along with domestic) will rush the lanes at the last minute because of their late arrival to the airport. The airlines have rush hours not unlike the highways. We have a 5 am rush, a 9 am rush, 3-5 pm and 8:30 pm rush. We are talking about a thousand or more people in the security line.

So what happens? The airlines add more flights during the rush times. Bingo! Now you have 2000 people in line and a 30-45 minute wait.

If the airlines could space out the departures, if they would give us more room for additional lanes, if people would show up early, etc, etc.

I know the airlines have to make a buck, of course they do. But we are limited by all the extra flights being piled in, thus longer lines and high wait times.

Private security did a fine job protecting aviation from security threat for quite a bit less money than you cost. The only difference is that the TSA has not had a terrorist incident since they have been managing security (yet). With all of the billions wasted and passengers inconvenienced, you still have not caught one single suspected terrorist yet.

Thanks for trying this out. It's especially good for the elderly and slightly disabled. I don't expect the results to be perfect but I think it will help. If it works well - please implement at MCO asap.

I like this idea. It could work, but it would mean people will need to be monitored. I know that this will make people unhappy. Heaven forbid they should go to the appropriate line. Despite the potentially unhappy people(the ones who don't know any better), this could definitely work to make things go faster for those of us that are able to get through quicker.

If the TSA is a government agency and the TSA operates the security checkpoints, why do people who are flying first class or pay for services like Fly Clear get to bypass the line. I am just wondering how the TSA justifies the legality of letting people who can afford to pay more money bypass the line. I don't really have an issue with it, I am just curious how they get around "equal protection under the law".Thanks

I would prefer consistent rules across airports with signage which states what is required.

Make sure that signs and TSA personnel are in agreement, and providing the same message.

Do I have to remove my belt, or not ? If I do, then why don't I know about it till somebody from TSA stops me at the machine, to have me do it?

Don't wait till the last minute to have people start doing something. Is there room in the area ... to remove shoes.

Having a slow / fast lane like you're describing simply shows that you're NOT doing a proper job of informing people of what's expected.

Are you providing space for people to remove shoes, unpack their carryon, etc..? All of these activities will slow people down. Tell them they have to do this - at the last minute - will slow them down

"Instead of using all of your energy in pointing out the things you don't like about TSA perhaps you could come up with a cost effective solution that covers all the points necessary to secure an airport from terrorists, ensure the safety of the passengers, and the crew."

TSA does nothing to secure airports of passenger safety, so I'm not sure why you expect those of us frustrated with your incompetence, arrogance, and pointlessness to do your job for you.

Did the UK plotters even HAVE a working liquid explosive? I've seen this question asked time and again without any response from TSA.

hi, on a side note, i sent a question to TSA through your website and haven't received a response. Is there a customer service phone number? I couldn't find one online...and I'd rather not post my email address on this public forum... It's a question about food and security screenings...Thanks!

@Dave, {{heavy sigh}}Dave, Dave, Dave,TSA's job at the airport is to screen passengers and their property before it gets on the plane. TSA screeners do not arrest people or capture terrorists. Local "Law enforcement officers" do this sort of thing. TSA does on the other hand let law enforcement officers know when we find large amounts of cash, drugs, weapons, fake IDs and so forth on passengers or in their belongings. These discoveries by TSA screeners often lead to suspicious individuals being arrested by local "law enforcement officers". Is everyone that gets arrested at the airport a terrorist or plotting to take over the US government? The answer is no. Is there a lot of bad guys out there that like to ride on planes? The answer is yes. As for the actual number of terrorist law enforcement officers have captured at the airport..well you are going to have to ask you local law enforcement agency.

Dave X the first, there you go posting erroneous information again. I've read the report (actually printed it out)and the theory behind the report is that "TERRORIST" caused and increase in traffic fatalities, not TSA. TSA wasn't even in existence in the time period that the report covers and bases it's assumptions on.

As for how many weapons get passed TSA, who cares. The terrorist m.o. is to "test" the system before ever actually going live with a strike. Has TSA found items disguised to look like IEDs? Yes they have, on many occassions. I'm sure being the resourceful guy that you are, you'll be able to post links to the articles about the "suspect" items that TSA has caught, you know, the cheese disguised to look like an IED, the tampered laptop with the Play Dough, the peanut butter set up to look like another IED, the modified sneakers. Were these "Tests" of the system? Quit possibly. The terroists are smart, they will test and test and test until they find a vulnerability that they can exploit on a CONSISTENT basis. Lets hope TSA continues to adapt to the threat and they don't allow the enemy to find a vulnerability that they can exploit.

I would like to see more compliments to the Aviation Security workforce, more recognition for the job we do in dealing with difficult passengers on a daily basis. Have you all forgotten September 11, 2001? I sure have NOT forgotten and never will, that is why I am a Transportation Security Officer....please STOP calling me a screener.

tso tom: I was in Manhattan on September 11, 2001. I had an appointment with a customer for 11 AM, three blocks from Ground Zero. I turned on the TV to see what the weather would be like, then stuck with it when they broke in with a news story about a fire at the World Trade Center...and the rest, as they say, is history.

Yes, I remember that day.

It does not in any way justify the effective repeal of the Bill of Rights that's happened since then.

Oh, and if you want to be called a Transportation Security Officer instead of a screener (and why is that such a big deal?), then I suggest that your co-workers act with the professionalism to be expected of a federal officer. (This is not intended to slight you personally; I have no reason to believe you do not act professionally.) I had one screener a O'Hare chew me out for a packet of shaving cream I'd forgotten about two days after the War on Moisture began. When I complained at her about it, she said "Don't touch your bag!" and called over her supervisor. He and I had a discussion, and I called her a screener. She angrily said "I'm a federal officer!", and my reply was that she should act with the professionalism to be expected of one.

I'd like to see how something like this impacts speed vs. other airports that have implemented things such as those speed pass lines that would presumably be for the "black diamond" folks. Is there any information on which system has gained more effectiveness?

How about extending the length of the prep table (for lack of a better word) so that people can get their laptops out sooner, put their belts and wallets and phones into a separate tray well before getting close to the actual x-ray machine? half the time the "casual" travelers are still opening bags and untying shoes after they get to that point. make it longer and this won't make as much of a difference.

@Anonymous said... I just put my 15 year old son on a plane.... Why would a TSA employee find it necessary to harass and traumatize an anglo, American-born child?

*************

Clearly, you have not been following current events worldwide. Terrorist organizations are recruiting the following American-looking persons to carry bombs and explosive devices because they tend to appear less suspicious:

1) grandmotherly-type ladies 2) women (or parents) traveling with child(ren) 3) YOUNG BOYS - as young as 11 years old at last report

Get a clue. The TSA isn't allowed to officially "profile"; but if they did, your young son WOULD be a profiler's target in today's world of terrorists.

@ Anonymous said... ...i sent a question to TSA through your website and haven't received a response. Is there a customer service phone number? ...***********************YES - There is a number for the TSA Contact Center. Look on the CONTACT US section (bottom of the web page) of www.tsa.gov for the toll-free number. If you sent an email, make sure to check your junk email box (spam filters sometimes block replies from the TSA Contact Center) and also allow a few business days for a response.

You probably missed it since it was posted on another thread, but TSA isn't the one with the "special lines" for frist class passengers. As for the frequent-flyer groups....well, they charge a fee for frequent fliers who PAY to have background checks and freely provide biometrics in their special identification. If you want to pay the $$$ (either for first class or for those programs), then you, too, can get in that special line. If you don't want to pay extra $$ to the airlines (for first class tickets) or a security-background company (for the special programs) *or* if - like me - you prefer not to allow the government contracted security companies to have biometric data of you on file somewhere, then join the rest of us shmucks in the regular lines.

Hello. I work for the TSA Contact Center. I wanted to inform people reading this blog and/or asking about how to contact TSA that there is assistance available to travelers with questions and concerns. First, always check the web site (www.tsa.gov) for the answer to many of your travel questions. If the web site does not provide the information you need, emails may be sent to:

TSA-ContactCenter@dhs.gov

You should expect an email response within 48 hours. If you do not see one within that time frame, please check your junk email folder. We usually find that someone complaining they did not receive a reply from us actually *did* receive a reply; however, their spam filter either sent the TSA Contact Center response to "junk" email or blocked it entirely.

Since email responses are sent from the e-mail address listed above (same one you send your message to), you can usually avoid this issue by adding the email address above to your “Safe Sender’s” list. If you don’t have that options in your email application, sometimes simply adding the email address to your address book will prevent its being treated like spam/junk mail.

If you prefer the telephone to email, you should find the TSA Contact Center telephone number listed in the “Traveler’s Assistance” section on the “CONTACT US” page of the www.tsa.gov web site.

I'd like to say that while going through security is often difficult, I'd like to see if this option can be implemented in Atlanta?

The only issue I ever have in security there is the unprepared/unknowing people in line.

On a side note, while Atlanta is a very busy airport, I love security there. The TSA reps are great, the lines move quickly, and no matter how long the lines are, I always get through with a minimum of fuss from the TSA. I think they really have it together over there, and since I travel through once or twice a week, I'm really glad for their professionalism and quickness. I'm often greeted with smiles and they manage the crowds well. I especially like the medallion lane that lets you in a seperate line if you have a frequent traveller status.

Frankly, I wish the airlines were as prompt, professional, and courteous and the TSA is in Atlanta.

Unfortunately, I don't get this as resolving anything other than stress for those that don't travel much. Take your three lines and break them into: 1. Special Needs (families / whatever) 2. Travelers with carry-ons that DO NOT fit under the seat and 3. Travelers with a laptop or a purse. The lines will get smaller, quicker and for those of us that don't have to carry everything we own onto the plane we don't have to wait in line with the rest of you that do. If you have to carry it on, you get to wait in a security line indefinitely.

I recently flew from RSW (Fort Myers) Airport. I was impressed with the professionalism of the Screeners, with one exception. A male TSO addressed me by my first name. I think that is inappropriate at best.

It is absurd to believe that any passenger would enter a longer line before a shorter line, no matter what their level of "travel expertise". Let expert travels apply for membership to express lanes (based on annual mileage flown) and only allow them through the "fast lane".

I myself went through Salt Lake City last Sunday, tragicially in the "NEED A FEMALE ASSIST TO SCREEN IN LANE ONE FOR ANOTHER 30 SOMETHING OUT OF SHAPE SKIER WITH A TORN ACL!" It was nice to not feel rushed with my leg all messed up, and TSA did a very detailed body cavity search, but were very gentle and respectful of my ginormous knee.

I also travel with a kids sometimes. Depending on which kid, I don't want to be automatically separated into the 7 buckets per person/opps change in my pocket/oh shoes off? kind of line. Likewise, I think my husband belongs there.

Also, IDs out or not? "Put it away", "Keep it out", and the definitive "I'm not sure"......GRRRRRRRR!

Shoes off? Fine. Chairs that don't subject you to further screening (enough of them.....) would be great.

When I was your age.......you could go to the gate to meet your party. Now, with a few exceptions, mom, dad, brothers, sisters, aunts, uncles, neices, nephews, grandparents and in-laws are left to bottle neck where security meets the masses.

Also, when you could meet the gate it was clear whether or not the plane had deplaned. The monitor says "ARRIVED". Does that mean touched down and everyone flaunting federal law by ripping off seatbelts and texting while taxing to the other side of the airport? Is the plane unloading now? Is my cousin already down in baggage claim wondering where the heck I am?

A toothpaste exchange would be nice. Or even just complimentary "TSA FLAVORED" mini tubes on the other side of security.

Speaking of being injured on the way past security........if you could have some frozen baggies for those who must part with their ice packs it'd be awesome.

Feel free to pretend we're at least part of this process and that you care what we think/feel. "Is it okay if I look in your bag?" goes over a lot better than a curt "I need to look in here" or simply start rummaging. I understand you're going to look anyways, but at least it gives me a chance to say "There's something fragile in there."

GRIPE FROM ABOUT A YEAR BACK!!!!!! Standing in huge huge huge huge huge huge line (You only THINK you know how long this line was) and TSA moved people who had a flight leaving in 15 minutes to the front. I WAS ON THE SAME FLIGHT!!!!!!!! I was ALMOST to the point of getting screened, but if you're getting people on a certain flight up to be screened first, it needs to include everyone on that flight unless they're truly the next in line. The TSA guy (old guy, balding, white hair where there was some, slightly overweight, maroon sweater.....I'm sure that narrows it down for you) waved us off (after a polite "We're on that flight, and we're afraid this line isn't......"). We BARELY made the flight, and I mean like they slammed the door shut and taxied away as we shoved our junk under our seats. (And to be honest with you, I think the plane left the gate a few minutes late because of the people standing in line at security who didn't get waved ahead.)

I'm glad for the blog. Please keep it and please consider our thoughts and feelings. There's still an air of not being able to not like what's going on without risking a body cavity search. (Outside the airport most people would complain about lousy service/rude treatment.....outside the airport I can go to a different restaurant, movie theater, etc. Let's assume for a moment that I want what you guard......access to an international airport........I feel I have to let myself get walked on because you have been entrusted as the sole gatekeepers to what everyone wants.....that gives you a lot of power over us. Please don't be jerks about it.

It's about time! I agree with some of the other Bloggers though that you may have to experiement with the description of the diamonds. Everyone I meet everyday considers themselves an "Expert" in everything. You should call it something other than "Expert" and limit it to one carry-on.

I would like to expand on the comment an individual posted regarding a sensor/monitor on the lanes to mark how fast pass through is.

Probably a little known feature of the TSA website has the ability to give you an estimate of how long to pass through security based on state, airport, and time of day flying. It can reached using the link below:

first of all, I would like to say this is an excellent idea. Now, I have 2 suggestions. 1. You defenitly should have someone, like an airport employee, guide people into their proper lines. I would like to know if you force people to go into one line or not, and if you do, you shouldn't. I do agree that people will gravatate twards the shorter lines, but there are people who don't look like savvy travelers (like my son, who has on many occasions had to correct tso's (when he was coming back from miami to pittsburgh, he had to argue in SPANISH to a tso who only spoke spanish that children under the age of 18 do not need identification)) who are. 2. I really like this comment:"Anonymous said... How about extending the length of the prep table (for lack of a better word) so that people can get their laptops out sooner, put their belts and wallets and phones into a separate tray well before getting close to the actual x-ray machine? half the time the "casual" travelers are still opening bags and untying shoes after they get to that point. make it longer and this won't make as much of a difference"but it does sound a little impractical. What would be good is on the green circle line, or if the color coded system isn't implicated yet, in some of the lines, you should put 5 or so chairs across from the tables. My other son is somewhat disabled and has to wear braces most of the time, and it is enevitible that we get mean looks from everyone when we have to take them off. This way, you won't need much more room for a lot of added convinence.

As a frequent business flier I was looking forward to finally going through an airport with this system to give it a try. This past week I got the opportunity in Denver. I chose the black diamond lane since I know exactly what I'm doing then had one of the longest security experiences of my traveling career. It seemed that DIA security decided to use this lane for not only the frequent travelers but for anyone else that had any sort of special need. I saw families with small children and multiple strollers, a man in a wheelchair, and another with crutches. I understand that some travelers will need extra assistance getting through security and have no problem with them getting their own lane. But combining these individuals with the black diamond lane makes absolutely no sense.

Those of us that are Frequent Travelers (Fliers) have FF cards issued by the Airlines. Why not have a gate installed at the Frequent Traveler lane that can only be opened by the magnetic strip on the FF card. This would eliminate the need for the extra man power and keep the other travelers out. I fly weekly in and out of several airports and really dislike being behind the casual traveler and disorganized family. What about the Airline employee/Expert Traveler lanes that were rumored? One again it could be controlled by an Airline card with a magnetic strip.